topic Re: Data not working. in Get Support

Data not working.

jh2012 — Thu, 06 Jan 2022 07:12:29 GMT

I got a new sim and it registered fine. The phone number works ok. The APU settings entered automatically and are not editable. I'm in BC and wonder if the sim is not the correct one for the province.

The info:

Name:Telus

APN: sp.telus.com

The rest matches the online help.

Can anyone please tell me why data does not work?

Re: Data not working.

Spudster — Tue, 01 Jun 2021 00:25:02 GMT

@jh2012

Has nothing to do with regional differences when it comes to the SIM card. They are not province-specific.

Try your APN settings again.

Toggle airplane mode off/on
Reboot device
Try manually selecting network settings
Test your SIM on another device to see if data works on it.

If it STILL doesn't work, and you are showing Data under your self-serve account as being available, contact the Moderators to seek account assistance:

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator, then select contact moderator, then select other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Data not working.

Dunkman — Tue, 01 Jun 2021 00:25:19 GMT

@jh2012

Does your talk and text work fine?

You can also try network reset of phone.

Maybe screenshot your APN settings. Some android phones.... unable to edit APN settings. Which model phone?

Re: Data not working.

Anonymous — Tue, 01 Jun 2021 00:36:03 GMT

@jh2012 : Just that one line of APN tells me that it's not right. As above...screenshots. That one line should sp.mb.com .

Rather than edit, is there a + to tap to add a whole other APN.

You're not yet needing a moderator here by the way.

Re: Data not working.

BKNS27 — Tue, 01 Jun 2021 00:35:09 GMT

@jh2012

Does the phone show Public Mobile on the top left corner?

If it does show then reboot the phone by power off wait a few minutes then power on.

If it doesn’t show then contact a moderator by clicking on SIMon chat button and ask to contact a moderator or human. To help you figure out if the porting has been completed.

Re: Data not working.

jh2012 — Tue, 01 Jun 2021 00:45:52 GMT

Thanks for the reply. I don't have the option to edit and no+ option available. The information automatically entered when the sim was installed. Talk and text work fine. I have used another provider sim in the ohone and data works fine with that provider(Rogers).

Re: Data not working.

jh2012 — Tue, 01 Jun 2021 00:47:51 GMT

It does indicate public mobile. I will try contacting the moderator. Thanks.

Re: Data not working.

Anonymous — Tue, 01 Jun 2021 00:49:55 GMT

@jh2012 : What exact make/model/submodel is the phone? As mentioned earlier, some phones have difficulty with APN's. This is a known thing with many providers...not just PM. There are a couple workarounds.

Re: Data not working.

jh2012 — Tue, 01 Jun 2021 00:52:53 GMT

The phone is an Umidigi X. Worked fine with a different service.

Re: Data not working.

Anonymous — Tue, 01 Jun 2021 00:55:50 GMT

@jh2012 : Can you put that other service SIM back in and then add an APN? Save and select it and then re/re the PM SIM and see what happens?

Re: Data not working.

BKNS27 — Tue, 01 Jun 2021 00:56:13 GMT

@jh2012

I think the porting process is in progress. Sometimes it may take some time to complete. Meanwhile, contact a moderator to speed thing up.

Re: Data not working.

Anonymous — Tue, 01 Jun 2021 00:58:26 GMT

@BKNS27 : Where did the OP say he ported a number? Or hint at it for us to interpret?

Re: Data not working.

jh2012 — Tue, 01 Jun 2021 00:58:34 GMT

Thanks, but I tried that.

Re: Data not working.

HALIMACS — Tue, 01 Jun 2021 01:02:32 GMT

Yes, @jh2012 , just go ahead and make Moderator contact like @Spudster first recommended.

If, in the interim, someone else here is able to help you along, then you'll have exercised your available options for both levels of assistance. There's nothing wrong with approaching both levels of assistance in case there's something which may be able to be done on an account-level basis.

Just to be sure - if you're on the $15 Plan with limited data, you haven't already burned through your data allotment, have you?

Check the Data & Add-On's section in your self serve to see if the data line is displaying:

Re: Data not working.

jh2012 — Tue, 01 Jun 2021 01:07:39 GMT

I appreciate the input. I have 1G of data 0 usage and have used the phone for a month.

Re: Data not working.

Dunkman — Tue, 01 Jun 2021 01:11:54 GMT

@jh2012

Other customers had similar issues with your phone model to change APN settings. Moderator may be able to send a file that in the past change the APN settings.

The Freedom mobile SIM card trick has helped before. Put their SIM card, make a new APN setting, save to phone and then put your PM SIM card.

Re: Data not working.

jh2012 — Tue, 01 Jun 2021 01:20:09 GMT

Thanks. I submitted a ticket for the issue. I tried another provider sim and it worked ok, but my phone does not allow changing the APU or adding one.

Re: Data not working.

Anonymous — Tue, 01 Jun 2021 01:33:34 GMT

@jh2012 : It's ridiculous to me that some phone manufacturers can't let owners do this for themselves. I'm assuming this Android 10 or 11. There was an uncertified app not on the Play store that could open up the APN for 8. People have found that a Freedom SIM (whether active or not) can.

The moderators allegedly have a way of texting customers a file in that text that installs APN settings. But then there you are cap in hand going please suh moh porridge 🙂

Re: Data not working.

mimmo — Tue, 01 Jun 2021 01:37:04 GMT

@jh2012 is it a dual sim phone? possibly try switching the sim positions?

on my umigdi f2 shows both PM ad telus, I cant remember if i added PM or not (it says PC Mobile, not PM ) so i'm thinking i added it. (but it does show me the option of adding and editing the apns

Re: Data not working.

BKNS27 — Tue, 01 Jun 2021 01:44:12 GMT

@Anonymous

My bad…I saw Telus so I assumed it was a porting issue too.